Looking for how-to guides or need support? You've come to the right place!
Our team offers an effective combination of broad customer service expertise and deep product knowledge. We want to help you make the best use of your data and make the right decisions based on insight.
You might be wondering: "What does Penetrace do with my request?". For starters, we have a dedicated Customer Success Team, whose job it is to ensure that your voice is heard throughout Penetrace. In addition, our support staff, which is a vital part of the customer success team, aim to get you the answers you need fast as possible.
#1 Submit requests directly
You have several ways to access our support community; the most obvious once logged in is probably the support tab on the top bar of your screen.
The next page includes user guides on loads of topics like how to navigate in Trend Monitor, how to share data and how to add data sources.
You will also see these three icons where we systematically collect, organize and answer your feedback in a specially dedicated support environment. It is important for us to let you know that this way of streamlining our support efforts, is to your benefit as a user and drastically reduces response time.
In addition; all tickets submitted by your colleagues in your organization are available to you, in order to check what else is being reported. This overview will let you know what's going on in terms of developing, fixing and streamlining Penetrace as the best insight tool for exploring your data. Your tickets are available to you when you're logged in, but you don't need to log in to submit a request; help.penetrace.com is available to anyone, anytime!
Submit your requests, check status on your tickets or suggest features. Depending on type of request, we'll assign the right expert to get in touch with you, that's why you sometimes get feedback from different members of our team.
#2 Live chat
The Live chat is the easiest and fastest way to get in touch with our support staff. When you are logged in, you can access the chat by clicking on the chat icon in the bottom right corner.
#3 Send us an email
Want to send us an email instead? Feel free to send your request to firstname.lastname@example.org. Your email will be logged accordingly in our support environment, a ticket will be created and we'll assign the best expert available to handle your case.
If you have any additional questions or feedback, please reach out to us at any time. Thank you for taking part in our support environment and helping us make Penetrace the best it can be for you and your organization.
Customer Success Manager